Delivery Manager

University of British Columbia - Vancouver, BC (30+ days ago)

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Job Posting

Job ID:

Vancouver - Point Grey Campus

Employment Group:
Management&Professional (AAPS)

Job Category:
Information Systems & Tech

Classification Title:
Info.Sytems&Technlgy, Level D

Business Title:
Delivery Manager

VP Finance and Operations

Integrated Service Centre

Salary Range:
$82,302.00 (minimum) - $102,877.00 (midpoint) - $128,597.00 (maximum)

Full/Part Time:


Desired Start Date:

Funding Type:
Budget Funded

Closing Date:

Available Openings:

Guiding principle: "Midpoint" of the hiring salary range means the individual possesses full job knowledge, qualifications and experience.

Job Summary

The University of British Columbia ("UBC") is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC's Next Century.

The Integrated Service Centre ("ISC") maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The Delivery Manager is responsible for overseeing the authorization and delivery of releases, enhancements and major changes to the ISC products. This position will partner closely with the Application Sustainment Manager and Product Managers to understand the roadmap for HR, Finance and Student products. The Delivery Manager identifies and manages risk, mitigates disruptions, and develops action/contingency plans to ensure the timely completion of improvements.

Organizational Status

Reports to the Application Sustainment Senior Manager (ISC). Oversees and leads the performance development of the Delivery team responsible for delivering all necessary product analysis, coordination and execution of major technical ISC updates.

The Delivery Manager leads releases, enhancements and major changes from coordination, to quality assurance and testing. Leads the Delivery team to deliver an integrated solution for all stakeholders, continuously improving upon product solutions. Works frequently and collaboratively with ISC teams and team members across the UBC community.

Work Performed

1) Develops, mentors, and provides leadership, including all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.).

  • Executes performance conversations within the Delivery team.
  • Provides career planning advice to the team; creates development plans to help team members achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
  • Manages performance development and evaluation in partnership with HR and, where applicable, with the Senior Manager or Director.
2) Provides technical delivery leadership and expertise for the ISC product.

  • Establishes and provides guidance on project management methodology, including risk management and technical change management.
  • Partners across the ISC to lead the delivery of releases, enhancements and major changes from requirements definition through to deployment.
  • Collaborates with technical and functional teams to understand project scope, and develop project plans and business cases.
  • Leads the upkeep of the program repository and management plans for the ISC.
  • Partners across the ISC regularly to ensure on-time and accurate task and risk planning / management.
  • Manages and oversees the authorization for critical release activities and escalates accordingly.
3) Develops and fosters influential partnerships across the organization, both within the ISC and in the broader UBC community.

  • Partners with technical and functional teams within the ISC to understand project scope and to develop project plans and business cases..
  • Partners across the ISC to make decisions regarding product roadmaps and backlog based on interdependencies and impacts.
  • Partners with UBC IT and the broader UBC community to achieve ISC product objectives and related goals.
4) Advocates for a partnership that moves UBC's practices from "system of record" to "platform of engagement" through collaborative and innovative efforts.

  • Solicits feedback fostering an agile, innovative, and collaborative transformation experience.
  • Partners with stakeholders to resolve issues related to engagement, adoption, sustainment, and continuous improvement.
5) Advocates for and ensures alignment with UBC's data governance framework, privacy and information security practices.

6) Performs other related duties as required.

Supervision Received

Reports to the Application Sustainment Senior Manager (ISC). Work is reviewed under broad direction; results are reviewed for achievement of overall objectives. Other related service metrics such as incident resolution time, quality of service and resulting benefits realization will also be considered. Position is expected to partner with the Senior Manager to determine strategic priorities and direction but will act with a great deal of independence throughout execution. Works in close communication and partnership across the ISC and with relevant stakeholder groups.

Supervision Given

Manages the Delivery team. Provides leadership, guidance, and expertise to the team to ensure a consistent, high degree of customer satisfaction, technical expertise, and timeliness in delivering services. Is responsible for the hiring and performance evaluation of the team to ensure that assigned responsibilities are performed efficiently and effectively.

Consequence of Error/Judgement

Decisions and recommendations may have university-wide financial, contractual and operational implications. Accountable for promoting and fostering a positive atmosphere and relationship between the University and its stakeholder. Balances ISC objectives within the context of University wide IT strategies. Focusing on partnerships and product delivery will ensure optimal functionality and customer satisfaction in support of ISC's strategic goals.


Undergraduate degree in a relevant discipline. Relevant Disciplines include: Business Administration, Commerce, Computer Science, Management Information Systems, Business Technology Management. A minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience. Workday experience or COTS project management expertise is an asset. ITIL is an asset. Experience working in complex, academic environments is preferred (and specifically within UBC). Proven experience managing enterprise projects and designing, developing and implementing IT systems or processes.

  • Demonstrated experience developing, implementing, and ensuring adherence to procedures, methods, standards and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve objectives.
  • Advanced competency working with a variety of software including Jira, Confluence and ticketing systems, such as ServiceNow.
  • Demonstrated ability to apply change management methods and approaches to complex organizational contexts.
  • Demonstrated ability to lead teams in complex, ambiguous environments.
  • Demonstrated leadership that fosters collaboration, innovation, continuous improvement and creativity on teams.
  • Proven ability to support employees through the team member lifecycle (i.e., onboarding, performance conversations, career mobility, etc.).
  • Demonstrated excellence in communicating and building relationships in complex stakeholder landscapes.
  • Demonstrated commitment to enhancing one's own awareness, knowledge, and skills related to difference.
  • Demonstrated ability to lead in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
  • Excellent interpersonal skills including active listening, written and verbal communication, conflict management, and the ability to manage diversity across identities, perspectives, and behaviours. - Collaboration: Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the "right people," within and beyond organizational boundaries, by matching individual capabilities and skills to the team's goals. Works with a wide range of teams and readily shares lessons learned and credit for team.
  • Communicating for Results: Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding, and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, probing questions, and solicits expert advice prior to acting and making recommendations.
  • Problem Solving: Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations, and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability. - Leading Self: Adapts approach without feeling own agenda or outcomes have been compromised. Challenges inefficient/ ineffective work processes and offers constructive alternatives. Analyzes work errors, successes and failures and sets learning strategies to rectify and increase knowledge. Ability to adapt to changing workload priorities, effectively reprioritizing or deferring tasks in line with operational and strategic goals.
  • Leading Others: Regularly provides constructive feedback and recognition to team members regarding job performance and works with them to identify work goals and create individual development plans. Identifies, mentors, and raises the profile of future high performers and leaders. Determines best approach and mediates conflict between individuals and groups.
  • Leading the Organization: Develops a clear service plan that outlines the outcomes, key steps, responsibilities and expected timelines for completion to reach unit goals and further the organization and the University's objectives. Communicates a collective purpose, creates a clear line of sight to the organization's value proposition, and ensures alignment with the University's goals and strategies. Engages in ongoing data collection to ensure that decisions are aligned with best practice.
Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.